Senior Manager

2 weeks ago

Karachi, Sindh, Pakistan Mashreq Full time 1,200,000 - 3,600,000 per year

Job Purpose

  • Primary responsibility is to handle production IVR and chatbots applications.
  • Understand business requirements, new projects raised for the IVR & chatbot.
  • Co-ordinate with development team so that requirements are developed and delivered as per user expectation.
  • Planning and ensuring smooth deployments and postproduction support.
  • Ensure applications are running in health status with adequate monitoring.

Work with stakeholders and collaborate with different teams for delivery and support of the applications.

Key result Areas

  • Ensuring IVR and chatbot applications are stable and healthy in production.
  • IVR and chatbot channels should be available 24* 7 unless planned downtime activities
  • Conduct regular review on infra usage (AKS/CPU/Memory/Disk etc.) both production and test environments.
  • Responsible for patching (Infra and application components) and accountability.
  • Automation of BAU tasks and reduce manual intervention.
  • Available to support application during incident/outages and ensure resolution. Work on RCA and problem management process is followed as per Mashreq policies.
  • Work on documentation pertaining to DR, day to today activities as required by management team.
  • Ensure backups are scheduled as per application recovery strategyand testing the back ups.
  • Adherence/updation of SOP, audit evidence gathering, infra, governance, data policies.
  • Compliant to HR and organization policies.
  • Work closely with business stake holders on IVR and chatbot deliveries.
  • Work with vendors to upgrade/incident fixes/new solution designs for vendor-based applications/products.
  • Identify system improvements and simplify the system complexity.
  • Identify revenue opportunities and make constructive suggestions.
  • Provide support of the IVR & chatbot systems to ensure expected system availability and stability as per business criticality SLA/TAT.
  • System monitoring and analysis - Pro-actively report the issues, analyze and provide solution.
  • Service tickets support – Service tickets closure as per agreed SLA with root cause analysis and bug fixing if required.
  • Participate in audit and other compliance activities as assigned and complete action items for mitigation and rectification.
  • Ensure all processes adhere to internal standards set as part of Quality & Audit, Infrastructure Management Guidelines.

Knowledge, Skills and Experience

  • Domain Knowledge Avaya IVR, Avaya Orchestration Designer, Chatbot technologies, Azure and Micro services knowledge.
  • Expertise in Java.
  • Proficiency in SQL Server and other databases like mongo.
  • Knowledge of Apache Tomcat, Kubernetes.
  • Proficiency in integrating and consuming RESTful webservice interfaces
  • 8-10 years of experience

Mandatory

  • Avaya IVR, Avaya OD, Chatbot integrations knowledge, Cloud technologies (Azure), RESTful API
  • SQL Server and above
  • Java, spring boot
  • Apache Tomcat
  • Kubernetes
  • Micro services design

Desirable

  • Document Statement systems' domain knowledge
  • Mobility development tools

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